Technical Support Professional
2 weeks ago
At Phygrid, we're seeking an Infrastructure Engineer to join our team in Dubai, UAE.
We are creating the market leading Store Digitalization Platform to power the best in-store shopping experiences for customers and empower employees.
The successful candidate will be responsible for overseeing the technical infrastructure, ensuring system stability, performance, and scalability. This includes managing operations, resolving technical issues, collaborating across departments to implement solutions that align with business goals.
This role also involves being part of the support rotation in the first line and playing a critical role in increasing customer lifetime value and customer satisfaction.
- Acting as the key person in remote troubleshooting and resolution of customer reported hardware and software solutions issues involving visits to client locations.
- Answering inquiries/tickets and performing first and second-line support.
- Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their obstacles.
- Assisting internal and external teams during commercial discussions, customer onboarding, solution configuration stage, live deployments, and other activities.
- Performing proactive monitoring and acting on it to prevent or minimize impact to customers.
- Escalating issues that need third-line support attention (tech team or partners on site) coordinating cross-department collaboration.
- Working scheduled shifts to ensure necessary support coverage.
- Experience in a similar role involving hardware, software, and networking.
- Experience working with prominent IT Service Management tools.
- Understanding of Linux, Windows, and Mac OS operating systems and the ability to use command line and similar tools for troubleshooting; Web and cloud solutions.
- Excellent communication, motivational, and interpersonal skills.
- Basic understanding of IoT concepts.
- General understanding of electrical and mechanical systems.
- Problem-solving skills.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
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